This position is responsible for providing International Customer Service support to customers in areas including but not limited to - arranging bookings, transit updates, documentary requirements, delivery requirements, dispute resolution and/or loss, damage in a timely and effective manner. The incumbent is required to liaise with customers and ensure that business requirements and customer expectations are consistently met.
BOOKING SHIPMENTS
- Receive booking requests from origin or customer
- Obtain quotation from the pricing SharePoint and determine which carrier to be used based on their cost, transit time, etc.
- Confirm booking and carrier to be used to origin and provide them with the customer quotation
- Update confirmed sailing details on the customer’s status report. Forward info to operations only when it’s a NSIB (Non-System Inbound) shipment so that they can open/start the file
- Provide origin with supplier contact details in order for them to contact new suppliers/customers to confirm their support on behalf of our customer
TRACKING AND TRACING/ STATUS REPORTS
- Update customer status reports with information obtained from operations team, origin and carriers
- Ensure status reports required by customer on daily and weekly basis are provided in a timely and accurate manner
CUSTOMER COMMUNICATIONS
- Ensure superior customer service, responds to all customer enquiries promptly and advises them on best routings/options to meet their deadlines (i.e. Divert container, truck container, expedite delivery, etc.)
- Collaborate with other departments if routing changes results in a quote revision to the customer
- Problem-solving, responds to client/shipment issues from a “solution” perspective
RESOLUTIONS
- Resolves shipment delays (i.e. Delays, loss/damage, split shipment, arrange one time clearance)
- Follow up with origin to obtain required documentation
- Settle billing disputes if any
- Perform any other duties as advised by Manager
REQUIREMENTS
- 1 year College and CIFFA certification required or equivalent experience beyond 3 years
- CITT designation would be an asset
- Minimum 3 years of experience in Freight Forwarding industry
- Advanced knowledge of MS Office, Outlook
- Solid knowledge of carriers and their service offerings
- Ability to work under pressure, exercise good time management skills, detail-oriented
- Excellent communication, customer service skills, organization and inter-personal skills
- Ability to interact with a wide range of customers (internal and external), carriers and brokers
